Account Manager

Job Title: Account Manager

• Location: Chennai

• Role Overview: As an Account Manager, you will be responsible for managing and nurturing relationships with key clients, ensuring their satisfaction, retention, and growth. Your role will involve understanding client needs, delivering tailored solutions, and coordinating with internal teams to provide a seamless customer experience. This position is crucial to driving customer loyalty and expanding business opportunities.

• Key Responsibilities:

• Client Relationship Management:

Develop and maintain strong, long-term relationships with assigned clients.

• Act as the primary point of contact, addressing client needs and concerns promptly and effectively.

Regularly check in with clients to assess satisfaction and identify potential areas for improvement.

• Retention and Renewal:

Proactively manage client renewals, ensuring timely and smooth processes.

• Implement strategies to reduce churn and increase client retention rates.

Identify and mitigate risks of client dissatisfaction or potential churn.

• Upselling and Cross-Selling:

Identify opportunities to upsell additional products or services that align with client needs.

• Collaborate with the sales team to develop tailored proposals and close deals that enhance client value.

• Client Onboarding and Training:

Oversee the onboarding process for new clients, ensuring they understand and can fully utilize the products or services.

• Provide training and resources to clients as needed to maximize their usage and satisfaction.

• Coordination with Internal Teams:

Work closely with sales, customer support, and product teams to ensure client needs are met.

• Communicate client feedback to relevant teams for product improvement or service enhancement.

• Performance Monitoring and Reporting:

Track and report on key account metrics, including customer satisfaction, renewal rates, and upsell success.

• Provide regular updates to senior management on client account status and any potential issues.

• Industry Knowledge and Best Practices:

Stay informed about industry trends, best practices, and competitors to provide clients with valuable insights.

• Continuously seek to improve processes and strategies to better serve clients.

• Required Skills and Qualifications:

• Experience:

3-5 years of experience in account management or a related role, with a proven track record of managing and growing client relationships.

• Prior experience in the SaaS industry is highly preferred.

• Client Relationship Skills:

Strong interpersonal skills with the ability to build and maintain relationships with clients at various levels.

• Excellent communication skills, both verbal and written, with the ability to clearly convey information and resolve issues.

• Sales Acumen:

Ability to identify upsell and cross-sell opportunities and collaborate with the sales team to achieve business growth.

• Strong negotiation skills and a strategic approach to closing deals.

• Problem-Solving and Decision-Making:

Proactive problem solver with the ability to address client concerns with confidence and creativity.

• Sound judgment and decision-making skills to handle complex client issues.

• Organizational Skills:

Exceptional organizational skills with a keen attention to detail, enabling effective management of multiple accounts and priorities.

• Technical Proficiency:

Familiarity with CRM software and other tools used in account management.

• Ability to understand and articulate technical concepts related to the products or services offered.

• Knowledge of SLAs:

Understanding of Service Level Agreements (SLAs) and their importance in maintaining client satisfaction.

• Education:

A Bachelor's degree in Business, Marketing, or a related field is preferred.

Job Types: Full-time, Permanent

Schedule:

• Night shift

Ability to commute/relocate:

• Chennai, Tamil Nadu: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• total work: 3 years (Required)

Customer retention: 3 years (Required)

• Account management: 3 years (Required)

SaaS: 3 years (Required)

Language:

• English (Required)

Location:

• Chennai, Tamil Nadu (Required)

Work Location: In person